Client Success Director (Thai & English Speaking)

About the role

Thought Machine builds core and payments technology that runs natively in the cloud, aiming to replace legacy banking systems. Its Client Success Director (CSD) is a senior, client-facing role accountable for helping clients adopt and scale the platform so they reach their contracted volume of live accounts within agreed milestones, budgets and timelines, while keeping client satisfaction and long-term commercial value high. The role requires deep experience in core banking transformation programmes and the ability to coordinate delivery, support and sales teams across multi-year engagements.

Key responsibilities

• Own the end-to-end client success plan, from sales support and implementation through to scale and steady state, and act as the main accountability owner for delivery outcomes.
• Ensure clients hit their contracted account volumes, monitor product usage and forecast key account metrics.
• Run account governance including steering committees, operational forums and executive engagement, own CSAT and lead Quarterly Business Reviews.
• Build relationships with senior client stakeholders, ensure production readiness and go-live sign-offs, and act as escalation point for support issues.
• Own the P&L for paid services, oversee commercials for professional services, managed services, upgrades and Statements of Work, and forecast revenue, margin and delivery costs with the CCO and Finance.
• Partner with the Account Director on growth, renewals and contract extensions, and present the client journey from onboarding to scale.
• Oversee platform upgrades, keeping them on time, within scope and aligned with client roadmaps and regulatory changes.

Required profile

• Fluent in Thai.
• Proven experience delivering core banking transformation programmes, either as a vendor or as a bank, building society or financial institution.
• Strong understanding of core banking domains such as account servicing, payments and lending, and regulatory considerations.
• Experience owning or influencing commercials, P&L and services profitability, and credibility with senior banking stakeholders.
• Desirable: SaaS or cloud-based core banking background, professional services or managed services experience, and familiarity with regulated environments.

What we offer

• Highly competitive salary.
• Healthcare.
• The latest technology and a talented, experienced team.
• An environment that encourages learning and progress, with equal access to professional development.